To be a successful Call Center Representative, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.


Call Center Representative Responsibilities:

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

• Building lasting relationships with clients and other call center team members based on trust and reliability.

• Utilizing software, databases, scripts, and tools appropriately.

• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

• Making sales or recommendations for products or services that may better suit client needs.

• Taking part in training and other learning opportunities to expand knowledge of company and position.

• Adhering to all company policies and procedures.

Call Center Representative Requirements:

• Diploma or equivalent.

• More education or experience may be preferred.

• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

• Understanding of company products, services, and policies.

• Proficiency with computers, especially with CRM software, and strong typing skills.

• Ability to ask prying questions and diffuse tense situations.

• Strong time management and decision-making skills.

• Adaptability and accountability.

• Fluency in multiple languages may be desired.